www.HIMSSConference.org
#smartHIT
FEBRUARY 11, 2019
ORLANDO, FL
Using AI and NLP to Alleviate
Physician Burnout
Context: AI as a New Technology
It is Day 1: We’re very early in this Journey- we’ll be
wrong
Other Industries are ahead- we need to learn from them
(Financial Services, Online Retail, Digital Marketing, etc.)
New Technology Paths: Enable existing models before
creating something entirely new- Internet, Online
Magazines, Social Media
PSJH Digital Journeys
Make Caregiving Easier Better Serve Medicaid
Power Behavioral
Health
Enable New Revenue
Streams
TRANSFORM
OUR FUTURE
BE OUR
COMMUNITIES’
HEALTH PARTNER
Personalization and
Convenience
Simplify Care
Define
Problems
Size
Own, Find, or
Build
Build
Commercialize
Find/Partner
Spinout
Best of Breed
Incubate/ Spinout
Digital
+ Clinical/Ops
Marketing
PSJH: DIGITAL INNOVATION MODEL
Digital Journeys
Distributors BookstoresPublishers
Readers
Authors
E-commerce
(1997)
Kindle
(2007)
Self-publishing
(2005)
Innovating at the End of the Value Chain
Clinicians &
Caregivers
Health
Systems
Insurance
Companies
Employers Patients
6
Enabling The “Sacred Encounter
Reducing Friction for Providers
The Positives The Friction
Powerful Data Collection
Improved Quality Outcomes
Clinical Decision Support
Increased Screen Time
Physician Burnout
Untapped Data
Navigation: Increased Access Options Complicates
Patient Experience
The Beginning Expanding Care Improving Access Today
Hospital
Payer
PCP
Urgent
Care
Retail
Clinics
Provider
Hospital
Payer
PCP
Emergency
Urgent
Care
Retail
Clinics
Hospital
Payer
PCP
Emergency
Express
Clinics
Virtual
Visits
?
At Home
Concierge
Medicine
?
Wellness
9
How AI Can Help
The Sacred Encounter
Powered by Generalized AI Platform
Consumer-Facing AI
Navigation/Triage
Concierge
Diagnosis Support
Self-Service
Where can I get care for
this condition?
What insurance plans
do you accept?
What do these
symptoms mean?
I want a prescription
refill.
Help patients
understand their
options
Help patients
understand the system
and their benefits
Help diagnose patients
before seeing a
provider
All-encompassing
assistant to navigate a
patient’s needs
Patient
Need
Solution
Modular: Using Several Technologies for Different
Contexts
Effective AI
Context-Aware: Provides Help in Different
Patient/Provider Contexts
Multi-Channel: Voice, Chat, Smart Speaker
Persistent: No Need to Relearn Prior History or
Context
Accurate: Especially in Health Care
Vendor Approaches
Automation Engagement
Analysis
Analysis: AI as Advisor
Enables clinicians and patients to make better decisions, powered by
predictive models and real-time data support
Engagement: AI as Customer
Service
Offers personalized, thoughtful,
and helpful customer service
experiences, with no wait or
cost to the health system
Automation: AI as Assistant
Takes tedious tasks and
automates them intelligently,
freeing up patients and/or
providers to focus on other
tasks
Digital Scribes
Consumer ChatbotsRobotic Process
Automation
Clinical Decision
Support
AI Diagnosis
Solutions Early Results
Open
-ended virtual
physician assistant for
broad, complex use cases
Typical Physician Daily Epic Usage
AI-Supported Physician Daily Epic Usage
PSJH Current Work:
Virtual Physician Assistants
Solution Early Results
Grace is a patient
-facing AI capable of
directing patients to an appropriate venue
of care based on their symptoms or
condition, as well as answering simple
FAQ
-style questions. Uses open-source
AI.
Grace Symptom Checker Service Line Listing
Grace FAQ Help Page
PSJH Current Work:
Consumer-Facing NaV Chatbots
Grace
2% 90%
Click Rate Patient Routing
Accuracy
18% 80%
Click Rate Answer Accuracy
Before the Visit: Collect data from patient and mine EMR information to
assist the provider and prepare the visit
Smarter Care: Reduce or eliminate unnecessary care that should be
algorithmic/self-service
Navigate: Patients to the right care option
Top-of-License: Help direct lower level licensed (or the patients themselves)
to conduct low-acuity physical exams where a higher license is not available
or not required
Seamless Experience: Partner with technology companies and platforms to
modularly access many AI/bots while providing a consistent experience and
continuity
Vision for AI and Bots to Support
Patients & Providers
What Are AI, ML, Neural Networks, and NLP?
Artificial
Intelligence (AI)
Machine Learning
(ML)
Neural
Networks
Artificial Intelligence:
System exhibiting intelligent behavior
Machine Learning:
AI + improving over time based on data,
without human programming
Natural Language Processing:
Understanding human "talk" and "talking back"
to us in ways we understand
Neural Networks:
A type of ML using large volumes of labelled
data inputs with less need for human help than
other classification algorithms
www.HealthcareMachineLearningAI.com
#smartHIT
Aaron Martin
Providence St. Joseph Health
@aaronmartinfc